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Position Overview

Reporting to the Director of Certification, this individual is responsible for the processing of customer inquiries and applications for certification, certification renewal, and post-approval of continuing education submitted by individuals. This position requires excellent customer service skills and the ability to interact tactfully with all internal and external stakeholders of the Commission on Rehabilitation Counselor Certification (CRCC). The successful candidate will have the ability to understand a complex system of inter-related activities, to draw independent conclusions based on information provided by candidates and the Standards and Exam Committee members. This individual will be responsible for accurate records maintenance, report generation, handle confidential documents and information, deal with sensitive situations, and possess a high degree of attention to detail.  

This position requires fluid and meaningful interaction with the Director of Certification and certification team in order to promote timely, effective, and balanced workflow. The successful candidate will demonstrate willingness to support the CRCC and be able to work with little supervision on given tasks and seek assistance in order to troubleshoot and problem solve when necessary. The performance of duties will be in a manner that recognizes a commitment to the customers, vendors and CRCC. 

Essential Functions

Customer Service

• Respond using excellent customer service techniques to verbal and written inquiries pertaining to the application, certification renewal, and continuing education processes, and to the pre- and post-approval processes as needed, creating and maintaining solid relationships with customers and vendors.
• Answers customer call lines routing telephone calls to proper individuals and disseminating information to staff and monitors the CRCC general email inbox.
• Answering questions as needed from certification/recertification candidates and provides appropriate responses to telephone calls, facsimile messages, written and electronic inquiries about all certification applications procedures, etc.

Application Processing

• Review and approve CRCC’s exam certification renewals and applications in all specialties for established examination and renewal cycles, including interacting with the exam vendor.
• Communicate appropriate information to certificants or applicants in accordance with current criteria, processes and procedures.
• Coordinate requests for examination accommodations with applicants and the examination vendor. Ensures that special accommodation requests are handled appropriately under the Americans with Disabilities Act (ADA) and other relevant policies.
• Review applications to confirm employer verification of candidate practice experience for each testing window.
• Assist in processing educational documentation (transcripts) for applicants.
• Maintain current forms and manuals, recommend changes and enhancements to the Certification Supervisor as opportunities arise.
• Enter data in program software and maintain databases relative to candidates and certificants.

Records and Reporting

• Update and maintain manuals conveying policies and procedures regarding certification, continuing education, pre-approval, and certification renewal.
• Ensure forms and correspondence used in communicating with applicants and certificants reflects current policy and procedures.
• Establish, maintain, and update all appropriate records and files for each applicant in accordance with established processes and procedures.
• Prepare files and documentation for review by staff or the appropriate committee, as needed.
• Generate reports from the database to record routine statistics related to application rates.
• Obtain and maintain cross training on complete certification process, post and pre-approval and continuing education.

Essential Job Requirements/Skills

• Association management experience preferred. Minimum of three-five (3-5) years work experience in a similar position providing service and support to customers.
• High degree of computer literacy, excellent data entry skills, and strong working knowledge of Microsoft Office Suite (Word and Excel).
• Strong customer service skills.
• Ability to manage multiple projects/priorities with demanding timetables.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with ability to work effectively as part of a team.
• Proactive, creative, and innovative approach to problem-solving.
• Effective time management and organizational skills; be detail oriented.
• Demonstrated ability to investigate and solve practical problems.
• Positive team-player attitude, remains calm and professional under pressure, work collaboratively and independently, resolves conflicts constructively.
• Association database (Netforum) experience a plus.

 Education

• Bachelor’s degree or equivalent experience preferred.

 Additional Job Functions/Requirements/Skills

• Attend committee meetings as requested and perform other duties as assigned by the Director of Certification.
• Work above and beyond a 37.5-hour work week may be required at times to fulfill the responsibilities and duties of the position, including some weekend work. This position is non-exempt under the guidelines of FLSA.
• This position is currently a hybrid position and subject to change based on COVID-19.
• All employees are required to have and present proof of COVID vaccines and updated booster records.

About Commission on Rehabilitation Counselor Certification

When the Commission on Rehabilitation Counselor Certification (CRCC) was officially incorporated in January 1974, our mission was to conduct nationwide certification activities. Since then, over 40,000 qualified professionals have participated in the certification process. Today, over 15,000 CRCs are practicing in the United States, Canada, and several foreign countries.Our mission is dedicated to the excellence of rehabilitation counseling and services for individuals with disabilities by setting the national standard in certification, providing leadership, education, advocacy, and supporting research.CRCC’s vision is to serve as a leader in the unification of the rehabilitation counseling profession and for the Certified Rehabilitation Counselor (CRC) to be recognized as the credential of excellence for professionals assisting individuals with disabilities to live fully integrated lives.CRCC is an equal opportunity employer. For more information, visit the CRCC website at www.crccertification.com.

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